The Challenge: Lack of uniformity across investigations

Brandon was a Special Agent with the Department of Justice before starting an impressive career as an Employee Relations leader for several leading US companies. When Brandon started as the Senior Manager of Employee Relations at a US luxury retail giant, he was tasked with building the Employee Relations function and investigations process from the ground up. He identified three main problems:

1. Limited Communication with Employees: If an employee submitted anonymous feedback through Navex, there was no way for the Employee Relations team to follow up with that person. To check the status of their feedback, employees were required to log in using a PIN code, a complex and cumbersome process that many employees avoided. This left Brandon and his team in the dark, unable to gather more context or provide timely updates.
2. Multiple Feedback Systems: Feedback and complaints came through a wide variety of channels— from emails, to Navex, to direct reports sharing with their manager —which made it impossible to track issues and identify trends. This fragmentation hindered the team's ability to understand what was happening across the company and to act strategically.
3. Non-Uniform Investigation Processes: There was a lack of a standardized process for running and documenting investigations. Different HR business partners had varying methods for handling cases, leading to inconsistencies and potential gaps in documentation. If someone left the company, it would be nearly impossible to track down documentation should the need arise.

The Solution

Leveraging his investigative and leadership expertise and the capabilities of AllVoices, Brandon effectively addressed these challenges:

1. Enhanced Communication with Anonymity: AllVoices allowed employees to submit anonymous feedback and provide their phone numbers, which were encrypted. This feature enabled Brandon and his team to follow up with employees immediately while maintaining their anonymity. "With AllVoices, we can now respond to employees within a few hours," Brandon said. "This real-time communication makes employees feel heard and part of the team."
2. Centralized Feedback System: By consolidating all reporting into AllVoices, Brandon created a single, streamlined system for managing feedback. This centralization provided comprehensive visibility into what was happening company-wide. "AllVoices is easy to use and gives us data on what's going on across the organization," Brandon noted. "This data is crucial because it helps us identify trends, address hotspots, and proactively solve problems before they escalate.”
3. Standardized Investigation Processes: AllVoices helped implement Standard Operating Procedures (SOPs) for conducting and documenting investigations. Brandon developed an investigations training program to ensure all HR business partners followed a uniform process. He highlighted the importance of thorough documentation: "As a career investigator, I’ve been to court quite a few times. And the last thing you want is a lawsuit where you can't produce documentation. AllVoices is the perfect place for that."

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The Results

The introduction of AllVoices transformed Employee Relations. Brandon's team can now follow up on anonymous feedback promptly, ensuring no issue goes unaddressed. The centralized system makes it possible to track and analyze data across the company, helping identify trends and address issues strategically. The standardized investigation process reduces legal risks and improves the quality and consistency of the team's work.

Brandon summed up the impact: "With AllVoices, we have a full view of what's going on across the entire organization." This comprehensive visibility allows him to keep senior management informed and take timely action on critical issues. The luxury retailer saw significant improvement in the consistency and quality of their employee relations efforts, thanks to the robust capabilities of AllVoices.

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